> For AI agents: [llms.txt](https://docs.trustedauth.com/llms.txt) provides a Markdown index of this documentation.

# Unlock an Entrust Soft Token app

If an end user enters an incorrect PIN for an Entrust Soft Token in the Entrust Soft Token app too many times, that token is locked in the app. This procedure describes the administrator-managed unlock flow. The administrator uses the **PIN Unlock** action to generate an **Unlock code**, then shares it with the end user. The end user enters the **Unlock code** in the app and sets a new PIN for that token.

This operation unlocks the soft token PIN. It does not unlock the user account.

note

If User Portal self-service is enabled for your account, users can also perform PIN unlock from the User Portal. For configuration, see [Configure the authenticators users can see and manage in the User Portal](/docs/user-portal-settings/configure-authenticators-policies.md).

## When to use this procedure

Use this procedure when

- A user's Entrust Soft Token is locked in the Entrust Soft Token app because they entered that token's PIN incorrectly too many times.
- The user can open the app and see a **PIN Reset Code** for the locked token.

Do not use this procedure for account sign-in failures or password reset issues. For account lockout and sign-in recovery, see [Edit, delete, unlock, and disable users](/docs/people-and-access/manage-members/add-users-to-identity-as-a-service/edit-delete-unlock-and-disable-users.md). For password reset, see [Manage password reset](/docs/authentication-and-security/manage-authenticators/manage-password-reset.md).

## How to unlock the Entrust Soft Token app

To unlock a user's Entrust Soft Token in the app, there are tasks that must first be completed by the administrator followed by actions required of the end user.

### Administrator actions

Before you start, ask the end user for the 9-digit **PIN Reset Code** shown in the Entrust Soft Token app. You need this value later in this procedure.

1. Click Menu icon **>** **Members > Users**. The **Users List** page appears.
2. Click the **User ID** name of the user you want to unlock. The **User Details** page appears.
3. Click the **Authenticators** tab. The **Authenticators** page appears.
4. Click Ellipsis Vertical icon to the right of the soft token authenticator that you want to unlock. A drop-down list appears.
5. Click Lock Keyhole Open icon **PIN Unlock**. The **PIN Unlock** dialog box appears.
6. Enter the 9-digit **PIN Reset Code** shown on the Entrust Soft Token app.
7. Click **Unlock**. The **PIN Unlock** dialog box displays an **Unlock code**.
8. Share the **Unlock code** with the end user.

### End user actions

After the administrator shares the **Unlock code**, complete these steps in the Entrust Soft Token app.

1. Enter the **Unlock code** in the Entrust Soft Token mobile app.
2. Click **Unlock** to complete soft token PIN unlock. You are prompted to enter a new PIN.
3. Enter and confirm a new PIN.

## Expected result

After the end user completes the steps, the locked Entrust Soft Token is unlocked in the app and the user can use the new PIN for that token.

## Troubleshooting

If unlock fails, confirm the following before retrying:

- The **PIN Reset Code** entered by the administrator matches the current code shown in the app.
- The **Unlock code** entered in the app is the latest value generated in IDaaS.
- The user entered and confirmed the same new PIN value.